OpenScale Services_General overview 022609

Report
OpenScale Services
Value Presentation
Location
Date
Speaker & Title
Siemens Enterprise Communications
Page 1
Copyright © Siemens Enterprise Communications, Inc.. 2009. All rights reserved
Welcome to OpenScale Services
Agenda
 Support Strategy
 OpenScale Framework
 Open Communications Portfolio
 New OpenScale Service Offers
 Additional Services
 In Summary
Page 2
Copyright © Siemens Enterprise Communications, Inc.. 2009. All rights reserved
Identifying the Path to success
Three key questions:
Opportunity
1. What is core to your
business?
2. What are your
technology gaps?
Risk
3. How will you balance
and manage risk?
OpenScale Services Portfolio
Copyright © Siemens Enterprise Communications, Inc.. 2009. All rights reserved
OpenScale Services Framework
Assists in defining your requirements
OpenScale Services
Framework
Business Case Justification
Technology Strategy
Implementation Expertise
Monitoring and Management
Customization and Optimization
Copyright © Siemens Enterprise Communications, Inc.. 2009. All rights reserved
Open Communications Portfolio
Solution
Areas
IT Telephony
HiPath
OpenScape
Converged VoIP
UC Software
HiPath
3000 (SMB)
HiPath
4000 (LME)
OpenScape
HiPath
Unified
UC App.
Communications Xpressions 4000 Edition
Mobility
Customer
Interaction
Security
Service
Management
OpenPath
HiPath
Mobile
Connect
HiPath
Wireless
HiPath
ProCenter
OpenScape
Suite
UC Server
Voice
UC
Mobility
Video
Messaging
Contact
Center
For LME
OpenStage OpenScale
Devices
Services
OpenScape
Office
HD
Integrated
UC
Appliance
Approach
Video
For
SMB
Business
Continuity
Compliance
Identity &
Privacy
Threat
Mitigation
Lifecycle
Professional
Managed
Hosted
The optimum path to unified communications:
OpenScape works with any telephony, IT or client infrastructure
Copyright © Siemens Enterprise Communications, Inc.. 2009. All rights reserved
OpenScale Service Packages
North America
OpenScale Essential Software*
OpenScale Essential
OpenScale Essential On-Site*
OpenScale Essential Plus
OpenScale Assurance
Evaluate
Improve
Infrastructure
Applications
Design
Solution & Migration
Design Services
Security
Implement
Operate
Global
ITIL Based Managed
& Lifecycle Services
 Product agnostic – applicable to our
product portfolio
 One contract for all services
Complete
pre-assessment
Services
Continual Improvement
Services
 A comprehensive replacement of
our current Lifecycle and basic
Managed Services Plans
Implementation &
Project Management
Services
*Available in US only
 Packages constructed with
elements from the global Common
Service Catalog
 Packages adapted to be
competitive in North American
marketplace
Copyright © Siemens Enterprise Communications, Inc.. 2009. All rights reserved
OpenScale Operate Plans
Customer manages domain
operation
Customer manages end-end
performance
SEN manages the operation of
your UC environment
Essential On-Site
Essential Plus
SEN fully manages your UC
environment and end-to-end
performance
Assurance
Basic Break/Fix Service
Essential Plan enhanced with
Monitoring and Service Desk
White-glove offer that includes
Essential Plus elements and
•
•
•
•
•
• Bundles traditional Maintenance
with basic Managed Services
• Equivalent to Lifecycle with Fault
Monitoring and Service Desk
• Can be enhanced with optional
service elements
• Software Subscription
• Routine remote software
• Onsite phone replacement
Remote Software Support
Configuration Restore
Onsite Hardware replacement
Selectable SLA’s
Can be enhanced with
optional service elements
OpenScale Essential and OpenScale Essential Software Only plans
provide remote software support for UC platforms and leverage your in-house expertise
Multi-Technology, Multi-Vendor Communications Platforms and Applications
Page 7
Copyright © Siemens Enterprise Communications, Inc.. 2009. All rights reserved
Openscale Essential On-Site Plan
What is it?
What value can I expect?
On Call Management
 Provides hardware and software
“break/fix” support
 Remote Service
 On-site Service
 Spares Parts
Service Desk Management
 Call Desk
Continuity Management
 Configuration Restore
Page 8
 Siemens Engineers to identify, and
resolve technical issues
 Service Level Agreements aligned to
your business needs
 A channel for communications 24x7x365
 Configuration restore, restoration of data
from customer provided backup
Copyright © Siemens Enterprise Communications, Inc.. 2009. All rights reserved
OpenScale Essential Plus Plan
What is it?
What value can I expect?
The components of Essential On-site and:
In addition to the services delivered from
Essential On-site:
Service Desk Management
 Service Desk
Network Control Management
 Single point of contact for all your
infrastructure needs
 Voice Monitoring
 Server Monitoring
 Network Monitoring
 Application Monitoring
 Pro-active monitoring, incident and
problem management
 Delivery of Management reports
Service Management
 Service Level Management
 Service Level Review
Page 9
Copyright © Siemens Enterprise Communications, Inc.. 2009. All rights reserved
OpenScale Assurance Plan
What is it?
What value can I expect?
The components of Essential Plus, but also:
In addition to the services delivered from
Essential Plus:
Software Subscription
 Provides Software version upgrades
 Provides new software versions to keep
your system at the most current release
Change Management
 Remote Routine Software MAC
 Unlimited routine remote software
moves and changes
 A true white glove offer that can help
Onsite Phone replacement
enhance the agility, efficiency and
effectiveness of your enterprise
Page 10
Copyright © Siemens Enterprise Communications, Inc.. 2009. All rights reserved
OpenScale Services
Summary
New OpenScale Services Packages provide
Alignment with ITIL and Software Support
Models
 Recognizable structure for IT managers
 Product agnostic
Global consistency
 Services in U.S. are defined and delivered
identically worldwide, but market sensitive
Contract simplification
 One contract for all services
Copyright © Siemens Enterprise Communications, Inc.. 2009. All rights reserved
Siemens Managed Services Portfolio
What‘s available today?
We manage your telecommunications infrastructure and applications,
allowing you to focus on your core business.
 Service Desk
 Program Management
 Multi-vendor management and
maintenance
 Asset Management
 Communications Cost
Management (CCM)
 Services Recurring
 Staff Supplement
 Mobile Services
 Voice Services
 Full Outsourcing
 Hosted IVR and VoIP Services
 Proactive Network Monitoring
LAN/WAN, VoIP, HiPath, Wi-Fi,
routers and switches, 3rd party
servers
Copyright © Siemens Enterprise Communications, Inc.. 2009. All rights reserved
Building the Business Case
Managed Services can save 15% or more!
Areas of Impact
Reduce Costs
 Lower MAC and subcontractor costs
 User assistance
 Incident and problem
management
 Change management
 Release / configuration
management
 Vendor management
 Convergence monitoring
 Program management
 Reduced support staff expenses
 Contract management / consolidation
 Reduce tools / infrastructure
investments
How Siemens Delivers





Defined methodology
Economies of scale
Tools
Multi-vendor skills
Siemens purchasing power
Copyright © Siemens Enterprise Communications, Inc.. 2009. All rights reserved
The Value – Customer Reference
“OpenScape Voice has enabled us to deliver advanced UC features to all users over
time, helping to increase efficiency and improve collaboration. With the improved
flexibility, scalability and integration with existing business processes, we can more
effectively serve the needs of our customers.”
Mark Sprock
Manager of Communications, Duquesne Light
Mission and Objectives:
Solution:

Providing electric energy and service to more than half
a million customers in southwestern Pennsylvania


Ensure business continuity for subscribers, maintain
constant contact with customers
OpenScape Unified Communications (UC) Server
and OpenScape Voice Application – the foundation
for a centralize, IP-based infrastructure

VoIP endpoints enabled via OpenSOA architecture

Streamline infrastructure and reduce costs

OpenPath transformation options for legacy systems

Deliver new UC and mobility features with a consistent
user experience

Centralized data center deployment model
Business Issues:
Value:

Future-proof complex multi-vendor environment for
next generation requirements
 Transparent cost structure through unique financial
port/user model

Reduce high cost of on-going service and
maintenance
 Highly resilient, scalable infrastructure with predictable
transition model

Support UC and IP strategies for the entire enterprise
with investment protection
 Streamlined management of all platforms and solutions
Page 14
 Significantly reduced on-going maintenance and TCO
Copyright © Siemens Enterprise Communications, Inc.. 2009. All rights reserved
Services Success in Every Sector
Industry / Retail
Services / Utilities
Finance Industry
Public / Healthcare
Page 15
Copyright © Siemens Enterprise Communications, Inc.. 2009. All rights reserved
Why choose Siemens for Service delivery?
Global Presence and Customer Base
Multi-Vendor Management
World-Class Service
Delivery Infrastructure
Global Service Skills & Accreditations
Complete, Flexible Service Portfolio
Page 16
Copyright © Siemens Enterprise Communications, Inc.. 2009. All rights reserved
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